Everyone is familiar with the traditional receptionist role, but how that translates into a virtual reception service might not be so clear. In this article, we have provided answers to some of the common questions we are asked by business owners and managers looking to set up a virtual reception service.
If your question isn't covered here, have a read of our article Virtual Reception: Everything you need to know or book in a free, no-obligation consultation with Tennille, Dream Admin Services CEO.
If you are handling calls for lots of different businesses, how do you know when someone is calling my business?
We use the latest call management technology across desk phone, mobile phone and computer that identifies the business name each time a call comes through their dedicated line.
This way we know which call script to use to answer the call the way you want.
What will you say when you answer a call for my business?
What we say and do for each call is customised and tailored to each business. We use call scripts so we provide your customers with the right information. It also makes sure we can represent your business the way you prefer.
A call script is a document that outlines what we should say, questions we should ask and actions we should take when answering a call or making a job booking.
Within these scripts there might be different types of information to help us manage the call, including:
- Exact words to say
- Guidelines or suggested responses
- Price lists, service descriptions and other business collateral
- Process flows
- Instructions for using software
- Troubleshooting (what to do if something doesn’t work as expected)
Call scripts are completely customised to each business. During the service set-up, we will review the information and scripts you provide. We will become familiar with your business and how you want us to interact with your customers. We may also suggest scripts and processes improvements based on our experience and best practice.
How will I get information about bookings or messages I need to action?
We tailor our communication with you based on your preferences. We use email to provide summaries of calls or identify actions we need you to take. The specific frequency, information or format of these communications is customised to what you want or need. A shared calendar can be used to ensure we all have visibility of bookings, or more advanced job management software.
We also provide monthly detailed call reports, which include caller name and contact details, nature of the call, action taken and any relevant comments.
What happens if you don’t know the answer to a caller’s question?
Our priority will be to avoid giving incorrect information. In the case where we are not sure of the right answer, we will get back to the caller after checking or confirming details. If it is appropriate, we might take a tentative booking, making it clear to the customer that we will call them back if the service cannot be provided.
As part of the set-up process we will work through some of these scenarios with you. You can let us know how you would like us to manage these sorts of circumstances and exceptional cases.
When new questions or circumstances come up we will update our scripts and training. We are continually updating our documentation to make sure we can deliver the best outcome for your customers and your business.
How much notice do I need to give when I want to switch my call divert on?
Once your dedicated phone line has gone live you don’t need to give any notice to switch on the diversion. Our call management software will identify when an incoming call is for your business, and we will always be ready to handle your calls.
In some cases, you might have special instructions to give, in which case we need a couple of minutes notice. For example, you might need us to cover your calls for the next hour but just want us to take messages, no bookings. The virtual reception service offers maximum flexibility to meet your business needs.
Our virtual reception packages also include different options based on call volume. Packages can increase and decrease based on your requirements month to month.
What software can you use?
Our team is very experienced in using the following software applications:
- Microsoft suite – Word, Excel, Outlook, etc
- Google suite – Docs, Sheets, Calendar, Forms, etc
- Tradify
- Aroflo
- ServiceM8
- Xero
- Quickbooks
- MYOB
We can also undertake training in other software as needed to support your business processes.
What happens if there is no one available to take a call for my business?
Very rarely would there be no one available to answer a call within business hours. Our team will all be familiar with your business scripts and act as backup for each other. Our call management software also integrates with our mobile phones. Even if we need to duck down to the post office or go grab some lunch, we will receive and answer calls for your business.
As the last backup, each dedicated phone line can also have a customised voicemail service. The reception team will check and action your voicemails as needed.
What happens if someone calls my business outside business hours?
The call will be diverted to your customised voicemail service, which will be checked by your receptionist the next business day. If you would like additional out of hours coverage, we can tailor your reception services to suit your needs.
What happens if I want to receive calls from specific people?
Sometimes you might want to divert general inquiry calls but need other calls to come through. For example, you might be waiting for a call from a supplier. In these cases, there are a couple of options for how they can be handled, including:
- transferring them to your personal phone line
- sending you an email or text to let you know they have called and pass on any relevant information
- giving the caller a specific message (if we know in advance).
As part of the set up process we can discuss how you would like these situations handled, or we can manage them on an ad hoc basis when special cases come up.
If you want to chat about setting up a virtual reception service for your business, book a free, no obligation consultation with Tennille Skelly, Dream Admin Services CEO.